Reference
Troubleshooting
The dozen things that actually go wrong, and what each one means.
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Almost everything that goes wrong in Alviyora is one of about a dozen things, and most of them are configuration rather than faults. This page is those dozen, with what each one actually means.
Signing in
“I never received my sign-in details”
The email address on file is probably wrong, or the mail was filtered. Ask your school to check the address and re-send. They can also read out your username, or send the details by SMS.
“My password reset link doesn’t work”
Reset links are single-use and expire. Request a fresh one rather than reusing an old email. If you have no working mailbox — which is normal for learners with a username rather than an email — an administrator resets it for you.
“I keep being signed out”
Alviyora ends a session after a period of inactivity, and warns you first. On a shared computer, leave Remember me unticked; on your own device, tick it.
You are also signed out everywhere when your password changes, or when an administrator resets it.
Menus and access
“A whole menu section has disappeared”
Alviyora hides rather than greys out. A section you cannot see is one your role does not have. A group whose every item is filtered out vanishes entirely rather than showing an empty heading.
Check, in order: which school you are in, which roles you hold, and what those roles tick. → Roles and permissions
“It worked yesterday”
Role changes are recorded. → The activity log
“Typing the URL doesn’t help”
It will not. The permission check runs on the server as well as in the browser, and the attempt is logged.
Attendance
“I scanned the QR code and nothing happened”
The code expired. Codes last three hours; the countdown is on the display. Ask for a new one. → Staff attendance
“It says I’m already clocked in”
You are — from earlier, or from a day you never clocked out. Clock out, then in again.
“Everyone is showing as late”
School hours or the grace period do not match your school. → School settings
“My hours are wrong”
Look for sessions with a clock-in and no clock-out. An open session counts no hours until it closes. → Attendance reports
“The register’s class picker is empty”
This is a teaching assignment, nine times out of ten. Until a teacher is assigned to a subject and a grade, their register has no classes in it.
The other two possibilities: there is no current academic year, or the learners have no grade. → Years, grades, classes and subjects
Academics
“Bulk enrol said it worked and nothing changed”
No grade subjects are defined for that grade, so there was nothing to enrol anybody in. It reports success because, from its point of view, it enrolled everyone it was asked to — which was nobody. → Grade subjects and enrolments
“A learner isn’t on any register”
They have no grade. A learner with no grade is invisible: no register, no homework, no timetable. → Adding staff, learners and guardians
“The mark capture list is short”
It is built from enrolled learners. A short list is an incomplete enrolment rather than a broken assessment. → Grade subjects and enrolments
“A parent says they can’t see their child’s marks”
The assessment is not published. Marks are invisible to learners and guardians until a teacher publishes them, deliberately. → Assessments, marks and reports
“The timetable upload was rejected”
Periods do not exist yet. Alviyora refuses a timetable upload until the school’s lesson periods are defined. → Timetables
“The generator couldn’t place everything”
A teacher is over-committed, a specialist room is over-subscribed, or time preferences are too tight. The feasibility check names which. The draft is not published, so re-running costs nothing. → Timetables
People and accounts
“That email is already in use”
The person already has an Alviyora account. Do not invent a second address — send an invitation instead, and they accept it. → Invitations and account linking
“A parent has two accounts and sees one child in each”
Their two accounts need linking. The school raises the request by editing the profile to the correct email, and the parent confirms it from the mailbox that owns that address. → Invitations and account linking
“Siblings created two separate parent accounts”
The learner import used a different Guardian ID Number for each child, or left it blank. Same ID number, one guardian account. → Importing from a spreadsheet
“The spreadsheet import rejected rows”
Almost always grade or section names that do not match exactly. Grade 1 matches; Gr 1 does not. Copy the names from Academics Settings. → Importing from a spreadsheet
Communication
“There’s no phone number for this parent”
No guardian number is on file for that learner. Add it on the guardian’s profile, or import it using the Guardian Phone column. → Sending an SMS
“My message counted as two SMSs”
A character outside the basic set — usually a curly apostrophe, sometimes an em dash or an emoji — drops the message from 160 characters per segment to 70. Retype the apostrophe straight. → Sending an SMS
“A parent says they never got the announcement”
Read receipts tell you whether they opened it. For anything urgent, use SMS as well — announcements only reach people who sign in. → Announcements
Still stuck
Two things to gather before you ask, because both shorten the conversation considerably:
- Exactly what you did, and what happened instead of what you expected.
- Which school, which role, and roughly when. The Activity Log can then find it.